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- Solution focused, result oriented and collaborative Technical Service Delivery Manager with 17 years of IT experience across all major phases of SDLC and Support (DevOps)- Responsible for Salesforce, Veeva CRM deliveries of services to customers, ensure that service level agreements (SLAs) are met, customer satisfaction (CSAT) is maintained, and the services provided align with business objectives- Monitor service performance metrics (KPI) and ensure compliance with established standards and identify areas for improvement and implement corrective actions- Serve as the primary POC for customers regarding service delivery issues and escalations- Build and maintain strong relationships with customers to understand their needs and address concerns proactively- Conduct regular meetings with customers to review service performance and gather feedback- Lead a team of professionals, including project managers, technical support staff- Provide guidance, coaching, and mentorship to team members to ensure high performance and professional development- Coordinate activities across different teams to ensure seamless service delivery and resolution of issues- Identify potential risks into service delivery and develop strategies to mitigate them, implement quality assurance processes to ensure that services meet established standards and customer expectations- Conduct regular audits and assessments to evaluate service delivery performance and identify areas for improvement- Prepare and present regular reports on service delivery performance, including SLA/OLA compliance, key metrics, and improvement initiatives- Maintain documentation of service delivery processes, procedures, and best practices- Proven experience in a Delivery Management role, in Master Data Management (Reltio), Data & Analytics, Microsoft Azure cloud, Boomi integration, Microsoft Project Online & Project Server- Leverage knowledge of Agile Methodologies i.e. Scrum/KANBAN for process improvement to drive successful project outcomes- Strong understanding of service management principles, frameworks (e.g., ITIL), and best practices- Excellent communication and interpersonal skills, with the ability to effectively interact with customers, team members, and stakeholders- Strong leadership and team-building skills, with the ability to motivate and inspire others towards achieving common goals- Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions- Certification in relevant areas such as PMP, Prince2Agile, ITIL, Microsoft Azure, Reltio MDM
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Associate DirectorIqviaBengaluru, Ka, In -
Associate DirectorIqvia Aug 2024 - PresentBengaluru, Karnataka, IndiaSenior Solution Architect seasoned into Data Management across Industry verticals such as Travel & Hospitality, Technology, Healthcare, Lifesciences and others. Revenue Growth & Delivery oriented, well versed with Business Development, Partner Management, Solution Selling, Development and Management of large cross border teams. Very much technically inclined with detail knowledge across multiple technologies such as Master Data Management (Reltio, Tibco EBX, Collibra..), Data Governance, Data Quality, Salesforce Cloud, Salesforce Marketing, Integration technologies, Cloud, AI/ML, Big Data and others.Continuously challenging myself to learn and understand new technologies and keeping pace with the changing business models. Actively pursuing courses in LinkedIn, Coursera, Udemy to continuously upgrade myself with latest tech trends. Avid reader of technology and business journals, based in Bangalore. -
Delivery Manager - Data & AnalyticsEpam Systems Sep 2023 - Apr 2024India- Responsible for overseeing the delivery of managed services to clients, ensuring that service levels, performance metrics, and customer satisfaction targets are consistently met.- Lead the entire CRM process, including reviewing documents, assessing requirements, and developing a comprehensive response strategy.- Leading a team of Presales engineers and develop strategies methodologies and best practices to support the sales process.- Serve as the primary point of contact for Customers, fostering strong relationships and understanding their business needs and objectives by conducting regular meetings, review service performance, address concerns, and gather feedback for continuous improvement.- Managing the delivery according to agreed-upon SLAs, KPIs, service performance metrics, including uptime, response times, and incident resolution, and take proactive measures to maintain high service levels.- Acting as an advocate for Customers ensuring that their needs and expectations are effectively met.- Identify opportunities for process optimization, automation, and efficiency improvements within the managed service delivery framework and implement best practices, standards, and methodologies to enhance service quality, reduce operational costs, and increase customer satisfaction.- Identify potential risks and implement risk mitigation strategies to minimize impact on customer and the organization.- Directing Data & Analytics solution delivery, ensuring seamless implementation through effective governance of processes and technical leadership.- Spearheaded the implementation of a new data integration framework, resulting in a 25% improvement in data processing efficiency and a 10% reduction in data integration errors, significantly enhancing the overall data delivery capabilities.- Developed and implemented a comprehensive Customer engagement strategy, resulting in an 8% increase in client satisfaction scores and a 20% decrease in Customer escalations. -
Development Manager - Data & AnalyticsAmadeus Labs Jul 2014 - Nov 2023Bengaluru, Karnataka, IndiaSalesforce CRM Operational Lead• Lead CRM projects from inception through execution, ensuring timely delivery and alignment with business objectives• Foster relationship with senior management to create CRM strategies that aligns with the organization's goals and customer experience objectives• Oversee the day-to-day operations of the CRM system, including system configuration, user management, and data integrity• Manage relationships with CRM software vendors and service providers, ensuring the organization gets the best value and support• Ensure data accuracy, completeness, and consistency within the CRM system and generate reports and analytics to provide insights into customer behavior, sales trends, and the effectiveness of CRM initiativesMaster Data Management (MDM) TIBCO EBX® based MDM Solution• Spearhead with handling Incidents/Requests, PTR, IR, CR, WO from downstream teams and customers worldwide & resolving those during defined SLA | Develop with operational monitoring & sanity check enforced on production jobs | Accomplish with Users Role Management, ensure role-based access control effectively applied that restricts system access, which includes setting permissions and privileges to enable access to authorized users.Business Analytics Support• Amadeus Business Analytics service portfolio is structured across 5 service families organized by capabilities, skills, and processes. This portfolio is continuously evolving to keep pace with new industry trends, business needs and big transformation programs. • These are Enterprise Analytics, Self-Service Analytics, Advanced Analytics, Planning Services & Analytics Value Management. Mostly the tools like SAP BI, CPM-SAP BPC 10, IBM Datastage, Oracle DBA, Qliksense, HP Vertica, SAP BW4HANA, SAP BPC 11, ETL, ALLSTATS, SAP-BO & SAP-BPC are used to manage this service.Dell Boomi Solution Support• Accomplish to create/maintain a repository of partner documents and monitor all the running processes -
Service Delivery LeadAmadeus Labs Jun 2012 - Jun 2014Bengaluru, Karnataka, India• Microsoft Project Server and Microsoft SharePoint Server administration support, includes Backup and installation of Server Farm, Installation and Configuration of SharePoint & Project Server, Integration of MSPS with LOB Applications e.g iPPM & Win@, Project Server Migration, Project Server version upgrade, Designing Custom Code, Preparing Custom Project Template• Master Data Management (MDM) Operational Support includes, handling Incidents/Requests, PTR, IR, CR, WO raised by downstream teams and customers worldwide & resolving those during defined SLA | Develop with operational monitoring & sanity check enforced on production jobs | Accomplish with Users Role Management, ensure role-based access control effectively applied that restricts system access, which includes setting permissions and privileges to enable access to authorized users.
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Microsoft Project & Project Server SupportNess Technologies Nov 2010 - Jun 2012Bengaluru, Karnataka, India• Developed VBA applications for Excel, Access and MS Project and macro designing.• Accomplished with interaction with customers direct and indirect | Facilitated with preparing Project Tracking Report (PTR), presage updates, SQA + activities.• Spearheaded with managing schedule includes tasks scheduling, baseline, resource allocation, tracking progress etc | Developed with designing and managing outline custom codes • Outperformed with preparing project template | Facilitated with customization of views. Customization of fields | Developed with creating custom reports | Facilitated with process testing and UAT | Spearheaded with providing project related training | Developed with managing the LOB Applications i.e. SAP with MSPS. -
Senior Software EngineerMphasis An (Hp Company) Jun 2006 - Nov 2010Chennai, Tamil Nadu, India- Microsoft Project Sever Administration & Support. - Microsoft Project Sever Administration & Support - Installation, Migration and upgrade of Project Server environment - Configuration and customization of EPM environment according to business need - End to end customer support
Faisal Imam Skills
Faisal Imam Education Details
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B P High School BegusaraiMatriculation -
G D College BegusaraiEconomics
Frequently Asked Questions about Faisal Imam
What company does Faisal Imam work for?
Faisal Imam works for Iqvia
What is Faisal Imam's role at the current company?
Faisal Imam's current role is Associate Director.
What is Faisal Imam's email address?
Faisal Imam's email address is fi****@****eus.com
What schools did Faisal Imam attend?
Faisal Imam attended B P High School Begusarai, G D College Begusarai.
What skills is Faisal Imam known for?
Faisal Imam has skills like Microsoft Project Server 2010, Microsoft Sharepoint Server 2010, Microsoft Sql Server 2008, Windows Server 2008, Itil, Pmo, Sharepoint, Operating Systems, Ms Project, Css, Php, Project Server.
Who are Faisal Imam's colleagues?
Faisal Imam's colleagues are Stephanie De Kock, Anitta Benny, Lina Pang, Prateek Chandra, Öykü Coşgun, Rose Georfin Pettah, Iskra Toteva.
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Faisal Imam
Network Engineer I | Jncia Certified | Aws Certified Solutions Architect | Routing & Switching | Palo Alto | Aws Services | Commodity Devices | Mist/Aruba Support EtcHyderabad
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